Key Facts

Remote From:

Missouri (USA)

Category: Tax Manager

Full time

English

Hard Skills

Data-Driven Decision Making Cross-Functional Collaboration Market Trend Thought Leadership Innovation Leadership

Other Skills

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Operations
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Problem Solving
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Communication
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Collaboration
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Leadership
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Strategic Thinking

Roles & Responsibilities

BS/BA in related field or equivalent through education and experience
5+ years experience in product support, operations, or contact center environments
Proven ability to use support insights and case data to drive improvements
Exceptional communication and collaboration skills

Requirements:

Identify and prioritize top Tax Pro workflow and tooling friction points
Lead resolution of high-impact Tax Pro issues end to end
Prepare support teams for tax software changes and releases
Partner with Product, Technology, and Operations to represent Tax Pro needs

H&R Block

Retail (Super / Hypermarket)

About H&R Block

H&R Block’s purpose is simple: To provide help and inspire confidence in our clients and communities everywhere. We’ve been true to that purpose since brothers Henry and Richard Bloch founded our company in 1955. Since then, we’ve prepared approximately 800 million tax returns and grown to have approximately 12,000 offices throughout the United States and around the world. We know that tax needs and situations change from year to year. That’s why we offer new and innovative ways to prepare and file taxes so clients can choose what suits them best. We are a people company first and a tax company second. With this in mind, we deliver care in every interaction, conversation, and at each touchpoint. That’s how we build long-lasting relationships with clients, communities, and associates. People who join H&R Block say it feels like being part of something bigger. A place with an amazing and storied history, but with a strong and urgent focus on the future. Maybe it's because our company still has the feeling of ‘family’ serving as the foundation for our associates and franchisees who bring our purpose to life each day. Maybe it’s how determined, forward thinking and innovative we are, or how accessible our leadership is. We believe it’s all those things, and much more. Our ideas are rooted in unique and diverse perspectives fueled by curiosity and creativity. We’re not afraid to try new things, and never rest on past success. We are passionate in the way we advocate for each other, for our clients, and most importantly, we not only say we are better together…we truly believe it!

Company type: Large

Industry: Retail (Super / Hypermarket)

Founded: 2018

Company size: 10001

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Job description

About the Role:

At H&R Block, your contributions will go far beyond any job description. When you join our team, you’ll add to the momentum of a forward-thinking company – one that defined an industry and is now leading its transformation. The Product Support & Insights Team advocates for our clients and Tax Professionals, possesses comprehensive knowledge of their behaviors and requirements, and utilizes data-driven insights to enhance H&R Block’s service experiences. This approach reinforces our servicing capabilities as a vital component of our value proposition.

As the Product Support Manager, Tax Pro Experience, you will champion the Tax Pro user journey across Assisted products and tools. This role ensures Tax Pros can efficiently serve clients through intuitive workflows, operational readiness, and proactive advocacy. This role is the voice of the Tax Pro and focuses on reducing friction in the tools and experiences Tax Pros rely on every day.

Day to day, you’ll...

Tax Pro Advocacy

Identify and prioritize top Tax Pro workflow, process, and tooling friction points using case data, CES feedback, and frontline signals, aligned to contact rate and experience outcomes.
Lead resolution of high-impact Tax Pro issues end to end by defining clear problem statements, ownership, and timelines, and partnering with Product, Technology, and Operations to drive fixes.
Reduce escalation volume and time to resolution through structured incident management and consistent cross-functional engagement.
Own and operationalize voice-of-tax-pro insights by establishing repeatable feedback loops and translating insights into prioritized actions.
Drive measurable improvements in Tax Pro efficiency and confidence by ensuring adopted changes result in reduced repeat contacts and improved workflows.
Reduce repeat contacts and escalations by analyzing and addressing root causes of Tax Pro friction

Support Readiness

Prepare support teams for tax software changes, releases, and known issues by delivering clear guidance, documented workflows, and escalation paths that enable consistent execution.
Ensure high operational readiness for major releases by proactively identifying risks, aligning partners, and closing gaps that impact Tax Pro experience and contact demand.
Improve first-time resolution and reduce repeat contacts by equipping teams with timely updates, known issue visibility, and decision support tools.
Standardize readiness processes and documentation to drive consistency across field and support teams and reduce variation in execution.
Improve handoffs between field teams and support teams by standardizing workflows, clarifying ownership, and ensuring consistent documentation and escalation paths.

Cross Functional Partnership

Partner with Product, Technology, and Operations to represent Tax Pro needs in roadmap, launch planning, and prioritization decisions based on frontline data and operational impact.
Drive adoption of insights and recommendations by defining clear actions, owners, and success measures tied to CES, contact rate, and workflow improvements.
Influence product and process decisions by surfacing real-world CCO, client, and Tax Pro impacts and advocating for changes that reduce contact demand and improve experience.
Establish clear accountability and escalation paths across partners to improve decision speed and ensure consistent follow-through on high-impact issues.

Required Qualifications:

BS/BA in related field or the equivalent through a combination of education and experience
5+ years experience in product support, operations, or contact center environments, including experience supporting retail or field-based teams
Proven ability to use support insights, case data, and frontline signals to drive measurable improvements in experience, contact demand, and workflows.
Deep product support experience in a consumer technology organization. This includes building support strategies that complement the product vision and cut across 1:1 and 1:Many servicing channels.
Industry thought leadership as you stay up to date of new technologies, customer trends and expectations, and competitive insights
Experience with contact center technologies, processes, and measures along with how they drive client experience
Exceptional communication and collaboration skills, along with a comfort working and leading in a cross-functional environment
Creative and inspiring leadership skills that support learning with a bias for action and accountability while building and maintaining strong relationships
The ability to think strategically and tactically with a persistent problem-solving mentality

Why work for us:

At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation.

That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.

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